AML Operations Manager | Lead Team, AI-Driven Improvements

capitalone; Muntinlupa; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Capital One Philippines Service Corp. is seeking a Unit Manager, Operations (AML) in Alabang to supervise a team handling consults, inbound/outbound, case, chat, escalations and investigations, driving performance and customer experience.

The role emphasizes people development, risk management, and adoption of new tools such as Generative AI to enhance operations and service delivery across the organization.

Qualifications

• Minimum 2 years of Supervisory/Team Leader experience in AML, Transaction Monitoring Operations, or Fraud Investigations in the Banking/IT-BPM industry
• Two (2) years college level education or equivalent work experience
• Total of 18 months of experience in a call centeroperationsenvironment
• Knowledge of call center business processes
• Analytical skills for decision‑making and performance evaluation
• Communication skills for written and verbal business correspondences
• Peoplemanagementskills, including team coaching and collaboration
• Proficiency in Microsoft Office and Google Suite applications

Responsibilities

• People development: hiring, coaching, mentoring, and talent development
• Risk Management: audits to ensure compliance and escalation as needed
• Ambassador of Culture and Values: uphold mission and vision and advocate for customers
• Operational Performance: analyze trends and results for senior leadership
• Process Improvement: identify opportunities and pilot new tools like Generative AI
• Organizational Collaboration: partner across HR, Workforce, Operations, and Support
• Operational Routines: manage capacity planning, time records, and reporting
• Other job-related duties as assigned

Job description

Capital One Philippines Service Corp. is seeking a Unit Manager, Operations (AML) in Alabang to supervise a team handling consults, inbound/outbound, case, chat, escalations and investigations, driving performance and customer experience.

The role emphasizes people development, risk management, and adoption of new tools such as Generative AI to enhance operations and service delivery across the organization.